Please read these terms carefully as they include some important information, such as: how to make a booking, how to pay, pre-authorised damages deposits, cancellation terms, and the contractual relationship between you, us and the property owner.
- The booking procedure
- Amending or cancelling your booking
- Price and payment
- Pre-authorised damages deposit
- The property and restrictions
- Pet-specific terms and conditions
- Your legal rights
- Our liability to you
- Owner's liability to you
- Events Outside Our Control/Covid-19 policy
- Our right to cancel
- About us and how to contact us
- How we may use your personal information
- Other important terms
- Changes to these terms
The definitions and rules of interpretation in this clause:
- Accommodation: the period of time for which we provide the property to you as set out in the Booking Form and agreed by us;
- Booking: Your request for the Accommodation as made via our website booking form or over the phone;
- Booking Fee: a fee the guest pays with the Booking confirmation to cover our administration costs;
- Company/We/we/Our/our/Us: Luxury Boltholes Limited;
- Check-in Date: the date and time on which your stay will begin, and the Property will be made available to you;
- Check-out Date: the date and time on which your stay will end, and you must leave the Property;
- Event Outside Our Control: is defined in clause 11;
- Group or Guests/guests: the collective name given to the persons named on the Booking form;
- Guest/You/you/Your/your: the people staying at the property, who are named on the Booking form;
- Owner/They/Their: the Owner(s) of the Property;
- Property: the Property as defined within the Booking;
- Property-Specific Terms: any restrictions relating to the Property on the Booking, as specified by Us or the Owner;
- Pre-Authorised Damages Deposit: is defined in clause 5;
- Terms: the Terms and Conditions set out in this document, the Property-Specific Terms and any other Terms provided to you by us or the Owner.
If we refer to ‘writing’ or ‘written’ in these terms, this will include emails unless stated otherwise.
2.The booking procedure
We act as a letting agent for Property Owners.
We make all the letting arrangements with the Guests on behalf of the Property Owners.
The Booking is a direct contract between you and the Owner. The Owner is responsible for supplying the Property to you in the condition specified (on our website for example).
The Property is as detailed in the Booking confirmation and cannot be changed with any other Property unless stated otherwise.
We accept Bookings made online through our website www.luxuryboltholes.com, by telephone +44(0)1243 630 100, and by email to email@example.com.
The person making the Booking must be over the age of 18. All names and ages of the people in the Group must be disclosed at time of Booking for insurance and fire safety requirements. If any changes are made to the Group you must notify us immediately.
The Owner reserves the right to turn down any Booking request without reason.
We will only confirm your Booking once the required deposit and guest details have been received. Please note: your Booking is not secure until you have received our written Booking confirmation. If we are unable to accept your Booking we will notify you in writing, and return your deposit and any other payments that have been made.
Please check the details of your Booking and Booking confirmation are correct. If you believe that there is a mistake, please contact us within 24 hours of receiving the Booking confirmation. We will confirm any changes in writing to avoid confusion.
If you make a Booking over the phone, it is your responsibility to read through the Booking T&Cs (which are sent with your Booking confirmation). You then have 12 hours to accept the Booking T&Cs upon which your Booking will be confirmed. If you choose not to accept the T&Cs, you will be entitled to a full refund, but this must be done within the 12-hour period. If you fail to accept the Booking T&Cs, this contract will automatically be put in place for the duration of your stay.
Once you have accepted our written Booking confirmation, these terms become a binding contract between you and us, and the Owner agrees to provide the Property in accordance with clause 10.
If there is any conflict between these terms and the Property-Specific Terms, the Property-Specific Terms will take precedence.
There will be a reference number on the Booking confirmation. Please quote this number in all correspondence with us.
You must follow the Check-in and Check-out Dates (and times) given in the Booking confirmation. There will be no entry to the Property outside these times without prior arrangement and written confirmation by us.
We will send you a link to our digital welcome app 7 weeks before your Check-in Date . This can be accessed on any smart device and contains comprehensive information about the Property, suggested activities, and local area guides. In the interest of security, you must only share this link with those named on the Booking.
The names and details of the service providers in the digital welcome pack are given in good faith and are therefore not our responsibility. We strongly recommend you research each supplier before booking any activities, either directly or through us, to ensure their reputation and health and safety measures meet your standard.
If you would like us to organise activities and make payments on your behalf this can be done through our bespoke concierge service for an extra charge. More information about this service can be found on our website. Or alternatively, please call +44(0)1243 630 100 or email firstname.lastname@example.org.
Neither We nor the Owner will accept liability for the activities of third-party suppliers.
Neither we nor the Owner shall be liable for the failure of a particular service provider to properly perform the relevant services.
Even if we pay the service provider on your behalf, the contract is between you (the Guest), and the supplier. You are responsible for ensuring that the service provider has the correct insurance in place (if applicable).
At the Property you will find a bottle of welcome bubbles. Please note we will not be held responsible for any health issues arising from their consumption.
You will also find a selection of complimentary, luxury products from the Bramley range in the bathrooms. Please check the ingredients of these, as we will not be held responsible for health issues arising from the use of products in the Property.
All items, including but not limited to, the welcome guide, must be left at the Property on departure.
If you have chosen a pet-friendly Property, and someone in your group is allergic to animals, we can organise an additional deep clean providing you let us know before your Check-in Date. There may be an extra charge for this service and we will not be held responsible should a person or persons suffer an allergic reaction.
We make every effort to keep all Property imagery up to date. The Owner is responsible for ensuring that all Property details are accurate. We cannot accept any liability or responsibility for incorrect or missing information. If, when you arrive at the Property, you feel it is not what you were expecting, please let us know immediately so we can address this with you and the Owner.
If you break this agreement, the Owner (or their representative, or us on the Owner’s behalf) may end the Booking Contract with immediate effect. In this instance, you and your Guests will be notified in writing and asked to leave the Property before the end of the Booking period.
You can cancel this contract in accordance with clause 3.
3.Amending or cancelling your booking
If you wish to change the Booking to another Property after the Booking has been confirmed, the standard cancellation policies (set out below in clause 3.5 and 3.6) will apply. The new Property would then need to be Booked separately and a new payment taken.
If you wish to simply change the dates, providing the price is the same, this may be offered at the discretion of the Owners and us. An administration charge may apply, and if the tariff is higher, any additional costs would also be payable.
We must be made aware of any changes to the Group as soon as possible.
Guests will not transfer the booking to another party unless agreed in writing by Us prior to arrival.
If you cancel your Booking more than eight weeks before the Check-in Date, you will lose the 30% deposit and Booking fee, unless we manage to relet the Property for all or part of the Booking period. If we are able to relet the Property, we may be able to offer you a refund.
If you cancel your Booking less than eight weeks before the Check-in Date and we are unable to offer the Property to another party, you will lose 100% of the Booking cost and the Booking fee.
If we do not comply with these terms, or if we make a major amendment to your Booking (except due to by an Event Outside Our Control, see clause 11), and you wish to cancel, a full refund will be given.
Once you have entered the Property or the Check-in Date has passed (whichever comes first), you may only cancel the Booking by giving us written notice if we:
- 3.8.1 break this contract in any significant way;
- 3.8.2 go into liquidation, or a receiver or an administrator is appointed;
- 3.8.3 change these terms under clause 3 and you decide to cancel the contract; or
- 3.8.4 are affected by an Event Outside Our Control.
It is always advisable to take out suitable holiday insurance to cover the total cost of your holiday in the event of cancellation. SunWorld’s holiday insurance is available to our guests. To get a quote and/or take out a policy, just click here. If you have any questions email: email@example.com or call the Travel Helpline on +44 (0)800 389 5904.
4.Price and payment
The price of the Booking will be set out in the Booking confirmation.
If your Booking is made more than eight weeks before the Check-in Date you will pay 30% of the Booking price plus the Booking fee. The remaining balance (including the cost of any Booking extras) and will be due eight weeks before your Check-in Date. By paying the deposit (of 30% of the Booking price) plus the Booking fee you are securing the Booking and confirming that you and your accompanying Guests have read, understood, and agree to these terms.
A Booking fee is payable on all Bookings and is non-refundable.
We accept payments made by debit card, credit card (excluding American Express), and bank transfer. However, bank transfers must be in cleared funds in accordance with the payment deadlines set out in your Booking confirmation.
We do not accept cheques without our prior written approval.
Payments may only be made in pounds sterling.
Any bank or transfer charges shall be paid by you.
Bookings made by guests resident outside of the United Kingdom and without a UK bank account must be paid in pounds sterling using an accepted credit or debit card. In this instance, we do not accept payments by cheque or bank transfer.
If Bookings remain unpaid within eight weeks of the Check-in Date, we will assume the Booking is cancelled and terminate the contract. If the full balance is not paid within one week of the final demand, we will retain the 30% deposit and the Booking fee. Further details about your rights to a refund are set out in clause 12.
If you do not pay for the Booking, your Booking will be cancelled, and access to the Property will be denied.
We reserve the right to charge you interest for any late payments at the rate of 4% per year.
5.Pre-authorised damages deposit
Two weeks before your Check-in Date a Damages Deposit will be pre-authorised on the card you used to pay for the Booking. The amount will show as a pending transaction in your bank account (which can’t be used) until it is released after your departure. We have the right to claim any costs incurred up to the sum of the amount stated at booking.
Whilst ordinary fair, wear and tear is expected, all Guests are liable for loss and damage caused to the Property and/ or its contents to the full value of the Owner’s loss. This also applies to any loss of rental income suffered by the Owner because of any such damage. The value will be claimed at the Owner’s discretion. You are also expected to leave the Property clean and tidy at the end of Your stay. You will be liable for any costs associated with any necessary additional cleaning or maintenance.
The Pre-Authorised Damages Deposit amount is determined by the Owner and will vary from Property to Property depending on the size. This cost will be confirmed at Booking.
If the Damages Deposit cannot be pre-authorised before the Check-in Date, We reserve the right to cancel Your Booking, retain Your deposit payments and terminate this contract. You will also be liable to pay the full outstanding balance if owed.
After your departure, we will inspect the Property and:
- 5.5.1 release the Pre-Authorised Damages Deposit within 10 days, provided no loss or damage is found and no additional cleaning or maintenance is required; or
- 5.5.2 if any loss or damage is found, or any additional cleaning or maintenance required, You will be notified of the value and this will be deducted from the pre-authorised amount; or
- 5.5.3 if the value of the loss or damage, or cleaning and maintenance costs exceeds the Pre-Authorised Damages Deposit, we will issue an invoice which must be settled within seven days of receipt. If You dispute these costs, We may provide You with the Owner’s details to resolve this directly; or
- 5.5.4 a combination of the above at our discretion.
If you wish to claim an amount from your insurance, we will provide you with the appropriate documentation. However, you will remain liable to the Owner for making payment in full within the seven day term as mentioned in clause 5.5.3.
In the event that you fail to vacate the Property or associated land by the departure time, we reserve the right to deduct an amount from your Pre-Authorised Damages Deposit to cover the extra period of occupancy and any impact on cleaning arrangements. Refer to clause 5.3.
All waste must be removed and placed in the bins provided. Please check the Property Specific Information in our downloadable welcome app for instructions about waste collection. You may be required to put the bins out on a specific day during your stay. Any failure to remove and bag waste or comply with waste collection may incur a further charge which shall be deducted from the Pre-Authorised Damages Deposit.
If we have reason to believe you brought a pet to the Property without prior approval, we also reserve the right to deduct a pet fee and additional cleaning charge from your Pre-Authorised Damages Deposit.
Smoking is strictly prohibited inside all Properties. If any damage is caused to the Property or its contents You will be responsible for covering any associated costs. These costs will be deducted from Your Pre-Authorised Damages Deposit.
Failure to attend an activity booked by us on your behalf which results in cancellation charges will be deducted from your Pre-Authorised Damages Deposit.
6.The property and restrictions
As stated in clause 2.6, we require all the details of the people in your Group who will be staying at the Property. If other Guests are joining and/ or leaving between the agreed Booking dates, we will require their names and ages too, and the nights they will be staying at the Property.
No one other than the Group listed in the Booking shall stay at the Property overnight.
The maximum number of people who can stay in the Property will be indicated on our website and you must not exceed this number.
Large gatherings, parties and celebrations are prohibited unless previously agreed with the Owner.
Regretfully, we cannot accept (or will only accept at our discretion) Bookings from groups where the majority of the guests are under the age of 25. This also applies to stag and hen parties.
The maximum rental term is 30 consecutive days, unless pre-agreed with the Owner.
We will do everything we can to make the Property available to you at the agreed time on your Check-in Date. However, if an Event Outside Our Control occurs you may be denied or delayed access to the Property. See clause 11 for our responsibilities when an Event Outside Our Control happens.
Pets are only permitted at the Property if they are specified in the Booking confirmation. See clause 7.
Where broadband is offered, neither we nor the Owner can promise a constant service. It is provided for recreational use only. Neither the Owner nor we will be liable for any form of compensation or expenses if internet services or telephone services are not available.
Standard amenities such as electricity, gas and water are included in the Booking price.
If you use the landline telephone at the Property, you are expected to leave an appropriate amount next to the phone or in the honesty box provided by the Owner. Excessive use of the phone could result in a deduction from your Pre-Authorised Damages Deposit.
The Property is provided on a self-catering basis. This means food and drink will not be provided other than the complimentary welcome bubbles, and basic store cupboard essentials.
If the Property is described as ‘child friendly’ this means the Owner may provide additional equipment such as a cot, stair gates and highchair. However, this does not mean the Property is child or baby proof. Equipment such as travel cots and highchairs, will not be assembled in advance of your arrival, and you will need to assess the suitability of any additional equipment before use. We cannot be responsible for the safety of any equipment provided by the Owner, during your stay.If you are unsure about the suitability of a Property, please do not hesitate to contact us before you make a Booking.
Where a travel cot is provided, due to health and safety reasons, you must bring your own bedding.
If you are staying at the Property for two weeks, we will provide a complimentary mid-stay clean at the end of the first week. This includes fresh bed linen and towels, and a light clean. You can opt out of this service by contacting us prior to your Check-in Date.
You can request additional housekeeping services for an extra charge. These must be made prior to the Check-in Date and are subject to availability.
During your stay, our management team may need to access to the Property for the purpose of inspection or to carry out necessary repairs and maintenance. Where possible we will notify you of the date and time in writing.
Due to the limitations of the website, we cannot always include every detail about the Property and its surroundings. Should you require any further information, please do not hesitate to call.
The use of fireworks or any pyrotechnics are strictly prohibited at our Properties and on the land associated with it. This rule applies all year round.
Some of our Properties have swimming pools and hot tubs which Guests are welcome to use at their own risk. Neither the Owner nor we will accept any liability for loss, damage, or expense, including, without limitation, legal fees, and cost of litigation, resulting from any swimming pool or hot tub accidents occurring at the Property. Please pay particular attention to the swimming pool and hot tub rules found at the Property.
When using the swimming pool or the hot tub Guests must be considerate of neighbouring properties. Any complaints may result in eviction.
Any Property Specific Terms will be provided to you upon Booking. Failure to comply with the Property Specific Terms will be treated as a breach of contract that will entitle us to cancel this agreement.
7.Pet-specific terms and conditions
Dogs are only permitted in our pet-friendly properties, with the exception of registered assistance dogs. This however does not mean the property has undergone any specific modifications to accommodate pets. We cannot be responsible for the safety of your pet during your stay.
The number of dogs that can stay at each Property depends on the Property size and is at the Owner’s discretion.
Puppies under the age of 12 months are not permitted unless authorised by the Owner.
On your Booking form, you will be asked to specify the age and breed of your dog(s).
If you wish to bring another pet with you on holiday other than a dog, we must get prior-approval from the Owner before confirming your Booking.
The Owner has the right to refuse any pet(s) without reason.
You will need to bring your own pet provisions, including food, bowls and bedding.
There is an additional charge for each pet staying at the Property. This charge will be stated on your Booking form and payable prior to your stay.
Please do not leave your pets alone or unsupervised in the Property at any time during your stay.
Pets are not permitted on the furniture, or in the bedrooms or bathrooms at any time. All Pets should be clean and dry before entering the Property if they have been outside.
You are liable for any loss or damage caused by your pet. If extra cleaning is required after your Check-out Date, this may be deducted from the Pre-Authorised Damages Deposit.
In the interests of hygiene and consideration for others, you must clean-up after your pet and dispose of any mess in a responsible manner.
We kindly ask that you always exercise due diligence when the Property is located near a road or livestock. We cannot accept responsibility for the safety of your pet during Your stay.
Registered assistance dogs are welcome at our Properties, even where the Property description states pets are prohibited. Please let us know if you will be bringing a registered assistance dog so we can make a note of this on your Booking. We just ask that you kindly comply with the pet specific cleaning and safety terms mentioned in this clause.
8.Your legal rights
As a consumer, you have legal rights relating to accommodation not offered to you with reasonable skill and care, or, if the service is not as described. Advice about your legal rights is available from your local Citizens' Advice Bureau or Trading Standards office. Nothing in these terms will affect these legal rights.
The full extent of our liability and the Owner’s liability is as set out in the Agreement at sections 9 and 10 respectively.
9.Our liability to you
If we fail to comply with these Terms for the Booking, we are responsible for any loss or damage you suffer regarding your Booking that is a foreseeable result of our breach of the Terms or our negligence. We are not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were contemplated by you and us at the time this contract was entered into. We are not responsible for any transport costs.
We do not exclude or limit in any way our liability to you (or the liability of Owners) where it would be unlawful to do so. This includes our liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors; for fraud or fraudulent misinterpretation; or for breach of your legal rights in relation to the Owner’s contract with you.
We do not have any responsibility or liability to you for loss or damage to any of your personal items, belonging, or vehicles, however this is caused.
If any term in these Booking conditions is held (in any extent) to be illegal or unenforceable it shall not form part of this agreement. The enforceability of the remainder of this agreement shall not be affected.
10.Owner's liability to you
If the Owner fails to comply with these Terms for the Booking, They are responsible for loss or damage you suffer regarding your Booking that is a foreseeable result of their breach of the Terms or their negligence. The Owner is not responsible for any loss or damage that is not foreseeable. Loss or damage is foreseeable if they were contemplated by you and the Owner at the time this contract was entered into. The Owner is not responsible for any transport costs.
The Owner supplies the Property for domestic and private use only. You agree not to use the Property for any commercial, business or re-sale purposes, and the Owner has no liability to you for any loss of profit, loss of business, business interruption, or loss of business opportunity. If you wish to use the Property for commercial purposes, please contact us before you book.
The Owner does not limit their liability to you for;
- 10.3.1 breach of the terms implied by section 2 of the Supply of Goods and Accommodation Act 1982 (title and quiet possession); and
- 10.3.2 breach of the terms implied by sections 3, 4, 5 and 6 of the Supply of Goods and Accommodation Act 1982 (description, satisfactory quality, fitness for purpose and samples).
The Owner does not have any responsibility or liability to you for loss of or damage to any of your items, belongings, or vehicles, however caused.
11.Events Outside Our Control/Covid-19 policy
For the latest Covid-19 information, please visit the NHS Covid-19 website.
We shall not be held responsible for any event or circumstance outside of our control. Should an event or circumstance beyond the Owners or our reasonable control, mean that the Property cannot be provided to you, we will inform you as soon as possible so alternative accommodation can be put in place, or we can arrange a refund for you.
In the case of clause 11.2, any refunds given will be the fees paid to date (including the Booking fee).
In the event of a national or local lockdown in the Property location (such as for Covid-19), Guests will be given the option to transfer their Booking to another date or they will be entitled to a full refund (less the Booking fee).
If you choose to transfer your Booking to another date within two years of the original Check-in Date, you will not be entitled to a refund, unless Coronavirus restrictions apply to the dates of the new Booking.
If you transfer your Booking to an alternative date, you will be liable for any pricing changes, due to a seasonal rate change, which will be detailed in the new Booking statement. The standard cancellation policy will apply to the new Booking if no restrictions are in place.
If the Property you have booked can legally accept Guests, but the number or make-up of your Group is no longer suitable (as per UK Government Guidelines) then your Group will need to be adjusted and the Booking will still go ahead. In this case, the standard cancellation policy will apply.
We strongly recommend you take out suitable holiday insurance to cover the total cost of your holiday in the event of cancellation or Covid-19.
12.Our right to cancel
We may have to cancel a Booking before the Check-in Date due to an Event Outside Our Control. If this happens, we will contact you immediately. Any payments made by you in advance for your Booking, will be refunded to you within 10 working days.
We may have to cancel the contract at any time with immediate effect by giving you written notice if you:
- 12.2.1 do not pay us as per the terms detailed in your Booking confirmation;
- 12.2.2 break the contract in any other significant way.
We reserve the right to charge you interest for late payments at the rate of 4% per year.
13.About us and how to contact us
If you have any questions, please do not hesitate to get in touch. You can telephone us on +44 (0)1243 630100 or email us at firstname.lastname@example.org.
If we are required to give you notice, we will do this by email to the address you provided in the Booking.
If you have reason for a complaint, then you must notify us immediately. All complaints must be put in writing and no later than 48 hours after Your departure.
If you have an emergency maintenance issue at the Property during your stay, you will find the necessary telephone numbers at the Property and in our digital welcome app. You may also contact us by telephoning +44 (0)1243 630100 or email us at email@example.com.
If you or one of the Group leave any personal belongings at the Property, we will attempt to return these to the relevant person. Please note there is an administration charge of £15 for this service, plus postage, which will be deducted from the Pre-Authorised Damages Deposit. Whilst we will do our best to package the items securely, we cannot accept responsibility for loss or damage in transit. The items are sent at your own risk.
Any personal belongings found at the Property will be disposed of within seven days if not claimed. Perishable foods will automatically be disposed of on the day of your departure.
14.How we may use your personal information
We will use the personal information you provide in the following ways:
- 14.2.1 to provide the accommodation;
- 14.2.2 to process your payment for the Booking; and
- 14.2.3 to inform you about similar products or services that we provide. You may stop receiving these emails at any time by unsubscribing.
15.Other important terms
We may transfer our rights and obligations under these terms to another individual, but this will not affect your rights or our obligations.
You acknowledge that the Owner may enforce any, or all the terms of this agreement against you.
Except for you, us and the Owner, no other person shall have any rights to enforce any of its terms.
Each of the paragraphs of these terms operates separately. If any court or relevant authority decides that these terms are unlawful, the remaining paragraphs will remain in full force and effect.
If we or the Owner do not enforce our rights against you, or if we delay in doing so, that will not mean that we have waived our rights to do so, and it will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing.
16.Changes to these terms
We reserve the right to amend the Booking terms at any time prior to your Booking. Any significant changes or additions to the terms will be notified to you in writing.
Reasons for change include, but are not limited to;
- 16.2.1 changes in how we accept payment from you; and
- 16.2.2 changes in relevant laws and regulatory requirements;
Our current set of Booking Terms and Conditions are always available on our website.
Thank you for taking the time to read these Terms and Conditions. Last updated: 27th September 2022.